Service Deisgn Lead

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Lead end-to-end service design transformation across customer and employee experiences, processes and operating models. Combine strategic vision with hands-on design execution to simplify and standardise journeys, reduce complexity and cost, and enable scalable, AI-enabled workflows. This is a player-coach role: you will run co-design workshops, coach teams, and deliver service design artefacts and implementation roadmaps.

Who You Are

• 15-20+ years of experience in service design, experience design or digital transformation with leadership responsibility for large, complex programmes.

• Proven track record delivering measurable improvements in process simplicity, cycle time, cost or experience quality in enterprise environments.

• Strong experience in organisational design, change management and capability building.

Technical skills & tools

• Expert in journey mapping, service blueprinting, information architecture and DesignOps.

• Proficient with visual collaboration and prototyping tools (e.g., Miro, Figma or equivalent).

• Experience designing solutions that integrate across enterprise systems and platforms.

• Practical understanding of AI/ML and automation opportunities for process and experience improvement ability to translate technical possibilities into implementable use cases.

• Strong data synthesis, metrics definition and visual communication skills.

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learningprograms give you access to the best learning in the industry to receive certifications, includingMicrosoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked How Did You Hear About Us during the application process, select Employee Referral and enter your contact's Kyndryl email address.